Jonathan Forsyth Email & Phone Number

Retford, Gb

Chesterfield, England, United Kingdom

As a 3rd Line engineer, I am required to deal with customer-based issues, monitor call queues and provide support to the 1st and 2nd line team members, escalate when required and to report to the service desk manager. Provide supervisory role to 1st and 2nd line teams when Service Desk manager is out of the office, and provide an escalation point to customers on an out of hours rota.Main Responsibilities and Duties:• Successful triaging of customer incidents on the service desk. • Providing analysis, suggestions, solutions, resolution and advice to customers and to other internal teams.• Monitor the incident queues to ensure cases are not left without an update. • Provide first class response to customer with both logged and phone based queries. • Troubleshooting and rectifying issues associated with customer solutions.• Provide a seamless escalation to 3rd line team with detailed handover of cases.• Creation of deployment documentation and knowledge-based articles.• Provide technical solutions professionally and to agreed timeframes within SLA.• Build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.• Able to understand business drivers and risks involved to the customer.• Deal with hardware break-fix within the customer environment. • Act as an escalation for customers on an out of hours Rota.

Chesterfield, England, United Kingdom

To provide a high level of remote based technical support for customers with the Commvault software platform. Working on and resolving a variety of issues, providing advice and solutions to our customers, monitor and escalate the issue if required. Primarily revolving around Commvault based call logs and break fixes. Monitoring, Maintaining and Improving our Managed Service customers environments, I provide a high level of advice, support and communication to the customer to ensure that their environments run as smoothly as possible. Other tasks, include maintaining and supporting our own Commvault environment, general infrastructure, and providing other users with a high level of technical support, all whilst adhering to strict SLA's.

Chesterfield

Triaging cases and providing phone based technical support for customers with the Commvault software platform. Working on and resolve a variety of issues, providing advice and solutions to our customers, monitor and escalate the issue if required. Primarily revolving around Commvault based call logs and break fixes.

Worksop, Nottinghamshire, United Kingdom

Receive, log, process and monitor tickets to the IT Service Desk, ensuring internal and external escalated levels of support are engaged where appropriate and end-user service level expectations are delivered in a courteous and professional manner. As part of a small team, we assist users in account queries by password resets, account access controls and editing account details, by using different software such as Active Directory and Access Control Lists. Using Citrix, VNC viewer, etc. to accomplish first time fix and to assist the stores in querying their issues to ensure all SLAs are complied with. The type of call ranges from account queries to printer issues, in the idea of resolving the issue first time.

Worksop, Uk

As part of the prep team I have been able to step-up as the low risk lead operative, within this role I have been managing a small group of colleagues to prep and wash vegetables for the high care prep team to slice or dice. I have had to learn how to operate a chlorinated washer and have to a critical control point competency test to prove that I have the capability to understand the importance of such task. I have been able to learn how to drive a forklift truck and how to operate and empty an industrial cardboard baler for part of tasks as a step-up lead operative.

Worksop, Uk

As a prep operative I have had to learn a wide variety of skills, ranging from understanding and using industrial grade slicers, dealing with the pressures of strict deadlines, mixing ingredients to strict specifications in an industrial grade food mixer and using an industrial grade tin opener. As I started as a prep operative in the vegetable prep area I have vast knowledge of the machines within the area and have worked closely with the engineers to troubleshoot and solve issues with them as they breakdown.

Worksop, Uk

As a machine operative I have learnt how to use each sandwich packing machine with the business, from ProSeal, Sovereign, Ilapak and Lieder machines I have learnt how to get the best from these machines, but as these machines do breakdown I have helped the engineers troubleshoot and solve the issues, reducing downtime. Within my time as a machine operative I have gained the knowledge of how to train other colleagues and ultimately sign them off on these machines.

Sheffield, United Kingdom

As a customer service advisor this role involved me handling large cash transactions, thus denoting that I am a responsible and trustworthy individual. I am also required to use a computer to complete all transactions on customers’ accounts and to complete branch administration. This role also always requires me to conduct myself professionally, to effectively meet the needs and expectations of my customers whether it being face-to-face or over the phone.